Business KPIs that will tell you

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If your organization is in this situation, we recommend reviewing your ticket closing process in the presence of your teams to correct the situation. The turnover rate The turnover rate, also called staff turnover rate, is an essential KPI in a company. It lists the percentage of employees who leave your structure during a given period: this indicator is very useful for assessing the quality of your corporate culture, your recruitment strategy and your working environment.

The turnover rate This KPI measures the time your agents spend on activ Bahrain WhatsApp Number ities that are at the heart of their mission, such as responding to tickets, chatting with customers or completing the projects you entrust to them. This calculation therefore excludes breaks, meetings and training activities. For a pleasant working pace, your agents must devote between 75% and 85% of their time to these so-called central activities: a higher ratio would be a sign of overwork.



Business KPIs that will tell you more about your customers The retention rate The customer retention rate corresponds to the number of customers that a company manages to retain over a given period. It expresses the percentage of existing customers who remain loyal to you throughout the chosen duration. We invite you to consult this article to find out everything about its calculation. The conversion rate Thanks to Zendesk's conversion tracking tool , you can easily measure the number of visitors to your site who take the action you were looking for (purchase, contact a sales representative or even request a quote).